Abstract: A system and method are presented for estimating expected improvement in a target metric for a contact center. A lift estimation analysis is performed to estimate the benefit the contact center is likely to achieve assuming different agent availability conditions for a specific future time interval. Historic data is extracted over a set time interval and used to create new datasets for training and testing. The historic data comprises interaction data and associated outcomes for the interaction data. A predictive model is constructed and used to analyze the test dataset by predicting an outcome score for a target metric and estimating an expected lift.